Customer Experience Solutions Lead

A. O. Smith Corp.; Ashland City (TN); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical and dental insurance

Life insurance

Retirement savings plan

Disability programs

Tuition assistance

Job summary

A.O. Smith is seeking a Customer Service Solutions Manager in Ashland City, TN. The role leads the strategy, modernization, and optimization of customer service technologies and the omnichannel experience, partnering with IT, Engineering, Warranty, and Operations to deliver measurable improvements.

The position requires 6+ years in customer service leadership and 5+ years managing CX tech platforms; the team focuses on call centers, automation, and analytics within a hybrid workplace.

Qualifications

• Bachelor's Degree required.
• 6+ years leading/supervising customer service or call center operations.
• 5+ years hands-on experience managing customer service technology platforms (Salesforce, Five9, Genesys, NICE, Amazon Connect, Zendesk).
• Experience leading technology implementations or digital transformations.
• Strong IT collaboration with cross-functional teams for integrations and omnichannel solutions.

Responsibilities

• Lead strategy, management, and optimization of customer service and contact center technologies.
• Own customer experience solutions across channels and ensure business alignment.
• Manage a technical support team focusing on call center operations, training, quality, analytics, and continuous improvement.
• Partner with IT to design and maintain integrations and workflow automation.
• Oversee routing, journey optimization, and channel performance for timely support.
• Align department with company culture and multi-year strategy.

Skills

Leadership

Communication

Forecasting

Workforce management

Customer experience

Problem solving

Education

Bachelor's Degree in related field

Tools

Salesforce

Five9

Genesys

NICE

Amazon Connect

Zendesk

Job description

A.O. Smith is seeking a Customer Service Solutions Manager in Ashland City, TN. The role leads the strategy, modernization, and optimization of customer service technologies and the omnichannel experience, partnering with IT, Engineering, Warranty, and Operations to deliver measurable improvements.

The position requires 6+ years in customer service leadership and 5+ years managing CX tech platforms; the team focuses on call centers, automation, and analytics within a hybrid workplace.